Bulge Bracket Investment Banks

Posted 12 days ago

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Executive Director leading Client Experience Strategy in Card and Concierge for High Net Worth clients. Define and drive service strategy, partner and fulfill concierge offerings, and advocate for clients, ensuring every touchpoint is seamless and exclusive. Collaborate with banking, wealth, and operations teams to gather client insights and grow relationships. Bring 10+ years of experience in product strategy, consulting, or client operations, with expertise in premium, concierge-driven services for High Net Worth clients. Proven leadership skills and strategic mindset required.

Compensation: Not specified
City: New York City
Country: United States

Full Job Description

Location: New York, NY, United States

Our High Net Worth clients expect more than service they expect a seamless, elevated experience at every touchpoint. Join us to shape the strategy, partnerships, and capabilities that bring that vision to life across Card, Concierge, and Travel.

Job Summary
As an Executive Director, Client Experience Strategy in our High Net Worth Card and Concierge team, you will define how we serve our most valued clients from phone and digital servicing to exclusive dining, travel, and lifestyle experiences. You'll build and manage premium partner relationships, shape the fulfillment model that powers concierge offerings at scale, and ensure every interaction reflects a differentiated, best-in-class standard. Working closely with banking and wealth partners, you'll connect strategy to execution and bring the client's voice into every decision. This is an opportunity to shape a client experience strategy that directly influences how we grow and deepen relationships with our highest-value clients.

Job responsibilities:

Define and drive a differentiated High Net Worth servicing strategy and roadmap, including servicing ethos, agent entitlements, policies, and capabilities across phone and digital journeys for Card, Fraud & Disputes, and Concierge/Travel servicing

Build connectivity between servicing strategy and relevant banking and wealth partners to ensure a seamless client experience

Create and evolve the fulfillment, sourcing, and support model across key Concierge verticals, including dining, events, entertainment, travel, and lifestyle services, deliverable at scale across Card portfolios

Lead dining and concierge partner strategy, including sourcing, selection, negotiation, and ongoing management of restaurant, hospitality, entertainment, and lifestyle partners

Establish a best-in-class dining ecosystem by identifying emerging trends, curating premium partner relationships, and developing reservation and access strategies

Equip concierge teams to deliver differentiated and consistent client outcomes

Partner across the High Net Worth team and banking and wealth partners on portfolio growth and deepening strategies to enable sales, product distribution, and client engagement

Develop a client listening framework and feedback mechanisms in partnership with operations, wealth, and travel partners to analyze experience drivers and iterate strategy

Serve as a client advocate and thought leader for the High Net Worth segment, influencing cross-functional teams on client needs across strategies and touchpoints, including communications and events

Communicate the strategic vision, growth roadmap, and performance results to stakeholders and senior leadership in executive forums

Required qualifications, capabilities, and skills:

10+ years of experience in product strategy, consulting, or client operations, with a focus on High Net Worth and/or concierge-driven offerings

Strong understanding of the High Net Worth client profile, client journeys, and P&L dynamics to inform servicing and enablement strategies

Strategic thinker with a passion for creativity and innovation, balanced with attention to detail and execution

Proven leadership and influencing skills, with the ability to collaborate across a highly matrixed environment with internal and external stakeholders

Demonstrated ability to build strong teams and attract top talent

Proactive and results-driven, with the ability to prioritize and manage multiple complex initiatives simultaneously

Excellent written and verbal communication skills, with experience synthesizing information into executive-level deliverables

Lead HNW servicing, concierge, and dining partner strategy to deliver premium, differentiated client experiences across Card and Wealth.

Full Job Description